Integrated Softphone

February 15, 2019

Integrated Softphone Support

Hello Hunter, we’re always about the bottom line. That’s why we utilize WebRTC with our protocol. This way your contact center does not have to waste its time with supporting a third party product, or paying for that third party software. To understand the value of an integrated softphone, lets talk about what SIP protocol & WebRTC are together. SIP (Session Initiation Protocol) and WebRTC have a unique relationship with one another. While both are infrastructures developed to support real time communication and collaboration over the Internet, each method varies greatly in operation and capability. Despite a seemingly similar appearance, these methods are not competitors as much as they are siblings. WebRTC is not a newer form of SIP. Instead, WebRTC, like SIP, is a VoIP technology that expands on and integrates SIP functionality.

Over the past decade, SIP protocol has become the predominant method used to set up real time media sessions between groups of users. Thusly, there are now a number of SIP providers available to users. In doing so, the protocol is able to set up simple telephone calls, video and audio for multicast meetings, or instant messages (conferencing). Inversely, WebRTC is a communications technology that looks to add real time media—i.e. audio, video, file transfer—to every web browser. In doing so, computers, phones, tablets, and other devices no longer need to install softphones. Instead, every device with a web browser will have real time communications capabilities.

The main method of functionality for SIPs is as follows: it operates on a session, finds the other party/parties, sets up the session, manages the session, and ends the session. This is exactly what WebRTC needs; however, is this dependence one sided? Do SIPs need WebRTC? The answer is no. SIPs can use multimedia systems on a computer without a browser. For example, users can use SIP with a VoIP provider and softphone software. However, from a user’s point of view, WebRTC makes SIPs easier to use. For example, WebRTC uses the device’s browser—which is already installed in the computer; therefore, it’s much easier to use. As stated above, you don’t have to install any additional software (softphones); therefore, you don’t have to learn how to use new applications/devices. Instead, you can use your browser—which you are already familiar with.

The biggest benefit of WebRTC is it’s much easier to use and setup as it can be automatically configured, won’t have firewall issues.